AV Support Technician

29 Jul 2024

Vacancy expired!

Job Title: AV Support Technician - Contract to Hire role

Location: 500 Fifth Avenue North, Seattle, WA 98109

Description:Position SummaryThe AV Support Technician is a foundational part of the IT Services team that supports all the client employees. This position is responsible for providing high quality customer service and technical support to all foundation AVUC users. This position will be providing Tier 1 and Tier 2 assistance concerning the use of all aspects related to the foundation’s audio visual and unified communications needs.

Core responsibilities of the position• This role is responsible for the support of clients, via telephone, email, chat, and any other supported technologies.• Provide excellent customer service concerning all aspects of AVUC related technology provided by the IT department.• Use of IT Service Management tools to track and record customer contacts.• Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary.• The individual will effectively multitask and manage priorities in a fast-paced setting.

Highlight the day-to-day activities of the position• Provide high quality customer service for all onsite/virtual meetings and events.• Process customer support requests via AV Support mailbox and phone number, EMS and/or IT ticketing platform.• Provide primary technical support for all Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing (VTC) and Crestron control systems using documented procedures and tools.• Assist users with connecting to foundation preferred Unified Conferencing solutions.• Daily maintenance and testing of conference room audio/visual systems, PC’s, guest devices and hallway interactive displays.• Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.• Conduct front line troubleshooting using documented procedures and available tools.• Act as customer advocate/liaison with other supporting staff.• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.

Required Education and Experience• High school diploma• Experience with event AV and live event planning• Ability to troubleshoot signal path for audio and video• Read and interpret AV drawings• Strong understanding of unified communications platforms• Candidates must have clear and effective verbal & written communication skills.• Excellent Customer Service Experience Required.• Excellent follow through and attention to detail.• Expertise with Windows and Mac computing resources.• Experience with IT Knowledge Base and ticketing system.• Experience applying ITSM best practices to Incident and Requests management.• Working knowledge in the use and support of audio/visual equipment.